General Operation:
- Ensure standards are met to maintain department objectives, standards, regulatory compliance guidelines and budget to achieve proper management of the department.
- Handles all VIP’s requests and issues in a prompt and courteous manner while communicating and coordinating with other departments.
- Maintain the highest standards of personal and professional etiquette within the family.
- Co- ordinate the planning of operational staffing, systems and procedures for the residence
- Responsible for operational, service and presentation excellence – All rooms, public areas, events and leisure facilities (pools, landscape, recreation, and entertainment).
Management and Supervision
- Maintain a rapid- response team for typhoon damage. Flooding, or other weather- related issues common in Vietnam.
- Facilitate communication between staff and shifts to ensure that all team members are complying with household routines and special requests from owners.
- Maintain plants, ensure the garden reflects local flora and tropical aesthetics.
- Supervise daily operations: Ensure that all aspects of the household and adjacent structures run smoothly, including maintenance, cleaning and service delivery.
- Ensure systems are inspected quarterly. Use local contractors familiar with Vietnamese regulations and environmental conditions.
Financial Management:
- Pay property- related bills, payroll including: Staff salary, Utility bills, Property taxes, Vendor contracts, Oversight and reporting, Contingency planning, etc.
- Track annual budgets: Monitor expenses for all CDS operations. Provide monthly reports to the owner, ensuring transparency and compliance with local tax laws.
Government relations, Bureaucracy, and Compliance
- Manage permits and licenses: Ensure all CDS activities comply with Vietnamese laws. Maintain permits for construction and events. Allocate funds for renewing government permits related to Chateau use, building modifications, and event hosting.
- Handle local authorities: Build relationships with local government officials to streamline processes like inspections or approvals. Prepare for expected and unexpected visits and have contingency plan.
Staff Management:
- Conduct performance reviews: Provide feedback and set performance benchmarks. Offer cultural sensitivity training and conflict resolution workshops. Continued education.
- Schedule staff shifts: Manage staff shifts to ensure coverage during holidays and peak times, especially around Tết.
- Hire and train staff: Take part in recruiting. Adhere to CDS training standards. Train staff on formal service procedures, including table setting, formal dining service, and welcoming guests.
Food and Beverage:
- Utilizes problem solving skills, familiarity with the whole property’s food & beverage facilities, knowledge of the local surrounding area in order to accommodate all possible guest requests with a positive attitude.
- Work closely with F&B team, Kitchen, Chefs for smooth operation of private events, in house parties.
- Ensure availability of premium ingredients, including imported goods and fresh local produce.
- Curate menus with Vietnamese and international cuisines. Hire proven chefs or local culinary experts. Oversee staff meals.
Housekeeping & Public area:
- Informs other departments of housekeeping matters that concern them, particularly the laundry, the engineering, and the Food and Beverage team.
- Establish and maintain a regularly scheduled cleaning program- floor care, deep cleaning, curtains, sofa’s etc.. to luxury standards.
- To ensure cleanliness, maintenance and management of all guestrooms, functions, public areas and back of house areas to the Housekeeping operational standards.
- Keep track of cleaning supplies and toiletries. Partner with luxury brands for amenities based on family preferences.
Engineering:
- Monitor structural integrity: Conduct annual inspections to address wear and tear from the tropical climate.
- Oversee plumbing and electrical systems: Check generators and backup systems to prevent power outages.
- Maintain HVAC systems: Schedule quarterly servicing to ensure comfort during Vietnam’s humid summers.
- Maintain the facade of the building to ensure no mold or staining is present.
Landscape & Gardening:
- Prepare budget plans to implement work items, purchase tools, supplies, flowers and ornamental plants.
- Regularly check the quality and quantity of flowers, ornamental plants and gardens.
- Implement care and maintenance outside landscaping: flowers, ornamental plants, garden as well as inside landscaping of the property.
- Arranging personnel and distributing work in a manner that does not disturb the family.
Security Management:
- Monitor security systems: Conduct daily system checks and monitor all touch points using technology in place.
- Hire and oversee security personnel: Recruit experienced personnel with military or private security backgrounds.
- Develop emergency protocols: Develop plans for fire, medical, intruder, and natural disaster scenarios.
Russian Banya:
- Prepare for family use: Manage stock fresh towels, essential oils, herbal teas, and refreshments. Ensure water temperature and cleanliness meet luxury standards.
- Maintain sauna equipment: Ensure steam generators, heaters, and ventilation systems are in top condition. Schedule bi- weekly checkups.
Pool:
- Coordinate with the Engineering department on pool maintenance.
- Schedule deep cleaning after events or heavy use.
- Maintain water quality: Check chlorine and pH levels daily. Use eco- friendly pool chemicals.
Auto:
- Manage vehicle registrations: Keep all documents updated and ensure compliance with Vietnamese traffic laws.
- Oversee driver schedules: Coordinate daily transportation needs for family, staff, and guests.
- Schedule vehicle maintenance: Include oil changes, tire rotations, and regular inspections. Ensure vehicles are always ready for long- distance travel.
Concierge:
- Handle family requests: Provide 24/7 assistance for dining, entertainment, or shopping needs.
- Arrange reservations: Secure bookings at luxury restaurants, events, and exclusive venues.
Personal support/Lifestyle
- Schedule management: Manage the families personal and work schedules, ensuring all appointments and commitments are updated and prioritized. Coordinate with high- end catering services for private dinners and events if needed. Include wine pairings and luxury beverages.
- Personal Requests: Handle personal shopping, errands and other requests discreetly and efficiently.
Event Coordination:
- Post- event review: Conduct debriefing with staff (internal and external) after the event to discuss what went well and identify areas for improvement.
- Event organization: Plan and oversee all event- related logistics, including invitations, catering, decorations and entertainment.
- Service Execution: Ensure that events are executed flawlessly, with attention to detail in every aspect of service and presentation.
Travel:
- Book travel arrangements: Coordinate private jets, yachts, or first- class flights. Partner with luxury travel agencies.
- Prepare travel documents: Ensure all passports, visas, and vaccinations are up to date. Provide an itinerary to the family and key staff.
- Arrange ground transportation: Book luxury vehicles and professional chauffeurs for seamless travel at the destination.
Guest Services:
- Follow up with any concerns in a timely manner.
- Take proactive approaches when dealing with concerns.
- Become involved in community and/or government affairs.
- Ensure family and guests are happy and well- attended
- Extend professionalism and courtesy to the family and guests at all times.
- Making sure that the family’s needs are met
- Be readily available/approachable for all guests.
- Ensure that departments achieve or exceed family’s service expectations.
